You may cancel your order at any time before it has been shipped. Once your cancellation request is confirmed, we will process a full refund to your original payment method. Please note that refund processing times may vary depending on your financial institution, but typically take 3-5 business days to reflect in your account. To cancel an order, please contact our customer service team immediately with your order number and request details.
If your order has already entered the shipping process, we regret to inform you that cancellation is no longer possible. In such cases, you may return the item(s) upon delivery following our standard return procedure outlined below.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition as when you received it, and in its original packaging with all tags attached. A valid proof of purchase (receipt or order confirmation) is required for all returns.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Items returned without an RMA number may experience processing delays. Once your return is approved, you will receive instructions on how and where to send your package. Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
Upon receipt and inspection of your returned item, we will send you an email notification confirming the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 7-10 business days. The exact timing depends on your payment provider's policies.
Please note that shipping costs are non-refundable unless the return results from our error. For items purchased during promotional periods or using discount codes, only the actual amount paid will be refunded. Gift purchases will be refunded to the original payment method used for the order.
If you haven't received your refund within the specified timeframe, please first check your bank account or credit card statement again. Some financial institutions may require additional processing time before posting the refund to your account.
If you still have not received your refund after this period, please contact your credit card company or bank as there may be a processing delay on their end. If the issue persists after contacting your financial institution, please reach out to our customer service team with your order details and we will investigate the matter promptly.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
xiaohenzhendhenhs Japan Ltd.
Address: 2-11-3 Shinjuku, Shinjuku City, Tokyo 160-0022, Japan
Phone: +81 3-3345-9821
Email: [email protected]
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM JST, excluding national holidays. We strive to respond to all inquiries within 24 business hours.
